Job Title

Customer Care Manager

Location

Wolverhampton (Office Based)

Department

Customer Care

Reports To

Operations Director

Direct Reports

Five Customer Care Coordinators/Administrators

Company Size

Approximately 600 employees

Employment Type

Full-Time, Permanent

Role Purpose

The Customer Care Manager is responsible for leading and developing the Customer Care department, ensuring the delivery of an efficient, professional and customer-focused aftercare service across all construction projects.

Managing a team of five employees, the Customer Care Manager oversees the effective handling of customer enquiries, defects and complaints from project completion through the defects liability and warranty periods. Working closely with the Construction, Commercial, Technical and Sales departments, the post holder is responsible for driving service excellence, improving customer satisfaction and ensuring contractual and warranty obligations are fulfilled.

This is a hands-on leadership role requiring excellent organisational skills, strong communication, sound commercial awareness and the ability to balance customer expectations with operational priorities.

Key Responsibilities

The Customer Care Manager will lead, motivate and develop a team of five Customer Care Coordinators and Administrators, creating a culture that promotes accountability, collaboration and outstanding customer service. The role includes setting departmental objectives, undertaking regular performance reviews, identifying training and development opportunities and ensuring that workloads are effectively managed to meet business priorities.

The post holder will manage the day-to-day operation of the Customer Care department, ensuring all customer enquiries are logged accurately, acknowledged promptly and resolved within agreed service standards. Acting as the main escalation point for complex customer issues and complaints, the Customer Care Manager will maintain regular communication with customers, ensuring they remain informed throughout the defects resolution process.

Responsibility extends to overseeing all reported defects from initial notification through to completion. The Customer Care Manager will coordinate remedial works with Site Managers, Contracts Managers and approved subcontractors, monitor progress against agreed timescales and ensure warranty obligations are fulfilled. The role also requires analysing recurring defects and working collaboratively with operational teams to identify root causes and implement improvements to minimise future occurrences.

The Customer Care Manager will investigate complaints thoroughly and professionally, ensuring fair and timely resolutions are achieved while maintaining positive customer relationships. Accurate records of all complaints and corrective actions will be maintained, with trends monitored to identify opportunities for service improvement.

The role requires close collaboration with Construction, Commercial, Technical and Sales teams, together with subcontractors and suppliers, to ensure customer issues are resolved efficiently and that information is communicated effectively across the business.

The Customer Care Manager will also be responsible for monitoring departmental performance, maintaining accurate records within the company's customer relationship management and defect management systems, reviewing operational processes and implementing continuous improvements to enhance efficiency and customer satisfaction.

Regular management reports will be prepared detailing customer satisfaction levels, complaint volumes, outstanding defects, response and completion times, warranty expenditure, contractor performance and departmental productivity. These reports will provide senior management with meaningful analysis and recommendations to support business improvement.

The post holder will ensure compliance with company policies and procedures, maintain confidentiality and data protection standards in line with GDPR, and promote safe working practices when coordinating remedial works.

Key Performance Indicators

Success within the role will be measured through customer satisfaction scores, complaint resolution times, defect completion performance, reduction in outstanding defects, first-time resolution rates, warranty cost management, departmental productivity, responsiveness to customer enquiries and the engagement and performance of the Customer Care team.

Person Specification

The successful candidate will have significant experience within a Customer Care or Aftercare management role in the construction, housebuilding or property sector. Previous experience managing customer service teams is essential, together with a sound understanding of construction defects, remedial works and complaint resolution processes.

The role requires excellent leadership and communication skills, strong organisational ability and the confidence to make informed decisions within a fast-paced environment. The successful individual will demonstrate commercial awareness, exceptional problem-solving skills and the ability to build effective working relationships across multiple departments and with external contractors.

Proficiency in Microsoft Office applications and customer relationship management systems is essential. Experience of working with warranty providers such as NHBC, LABC Warranty or Premier Guarantee and knowledge of specialist defect management software would be advantageous.

Qualifications

Applicants should hold GCSEs, or equivalent qualifications, in English and Mathematics and possess a full UK Driving Licence. A higher-level qualification in Construction, Business Management or Customer Service, together with a recognised leadership or management qualification, would be desirable.

Personal Attributes

The successful candidate will demonstrate a customer-focused approach, professionalism and integrity in all aspects of their work. They will possess excellent interpersonal skills, resilience under pressure, sound judgement and strong organisational abilities. A proactive attitude towards continuous improvement, combined with the ability to inspire and develop others while taking ownership of departmental performance, will be essential to success in the role.

Working Hours

The position is a full-time, office-based role located in Wolverhampton, working Monday to Friday for 40 hours per week. Occasional travel to construction sites may be required to support operational activities and customer care requirements.

What Success Looks Like

Success in this role will be demonstrated by the development of a high-performing Customer Care team, consistently high levels of customer satisfaction, reduced defect resolution times, effective complaint management, strong collaborative relationships across the business and the implementation of continuous improvements that enhance both operational efficiency and the overall customer experience.

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